Built to make support easier
Every feature in Muwakil Desk is here for one reason — to help your team help customers, faster.
From first message to happy customer
A simple workflow that scales with your team — whether you have 1 agent or 1,000.
Capture
Every message from every channel lands in one unified inbox — nothing slips through.
Route
Tickets are automatically assigned to the right agent based on skills, workload, and context.
Resolve
AI suggests the best response. Agents review, tweak if needed, and send — fast.
Improve
Analytics highlight what's slowing you down. CSAT scores show how customers feel. Keep getting better.
Tickets that manage themselves — almost
Create, assign, and track every request without the chaos. Smart routing means the right agent gets the right ticket at the right time.
- Auto-assign by skills, workload & availability
- Custom priorities, types, sources & SLA rules
- Merge, split & link related tickets
- Custom fields and ticket forms
Your AI teammate that never clocks out
Build and train your own AI Agent right inside the platform — no coding needed. It handles repetitive questions automatically so your human agents can focus on what really matters.
- Train on your own Knowledge Base
- Smart response suggestions in real time
- Auto-categorisation and priority detection
- Deploys via your embeddable chat widget
Every channel. One inbox.
Email, WhatsApp, SMS, Facebook, Instagram, X, LinkedIn, YouTube, Google Reviews, and live chat — all flowing into a single, unified inbox. Your agents stay focused, your customers stay happy.
- 9+ channels connected in one place
- Unified conversation thread per customer
- Channel-specific response templates
- Embeddable chat widget for your website
Know exactly how your team is doing
Dedicated Reporting and Analysis screens give you clear, actionable insights — so you can spot what's working, fix what isn't, and show the numbers that matter to your leadership.
- Real-time dashboards for tickets, calls & omnichannel
- Campaign performance reports
- Agent productivity & monitoring metrics
- Survey & AI Agent performance tracking
Even more to love
The little things that make a big difference every day.
Send Email, WhatsApp, and SMS campaigns from the same platform you use for support. Reusable templates, unsubscribe management, and compliance tools included.
Fine-grained, permission-based access. Each team member sees exactly what they need — nothing more, nothing less.
Set response and resolution targets, get notified before a breach, and auto-escalate when needed — SLAs that actually get met.
Automate repetitive tasks — ticket routing, status updates, notifications — so your team spends time on customers, not admin.
Build a self-service knowledge base your customers and AI Agent can draw from. Fewer repetitive tickets, happier customers.
Build and send surveys to collect customer feedback, measure satisfaction, and drive real improvements — straight from the Builder.
Manage agents, groups, skills, shifts, statuses, and business hours from one Admin area. Keep your team organised and always ready.